Future Opportunities: Retirement Advocate

About the role

Gusto is in the process of establishing a talent pool for positions that will commence in 2026 within our Customer Success team. We are seeking dedicated professionals who can assist small businesses in effectively setting up and utilizing our 401(k) platform. This role is crucial in ensuring that our clients receive the support they need to navigate retirement planning seamlessly.

Key facts

What you'll do

• Act as the main contact for business clients through phone and email communication during their onboarding journey.
• Monitor the progress of client onboarding and conduct proactive follow-ups to guarantee successful implementation of the 401(k) platform.
• Provide education to business owners regarding 401(k) regulations and the features of our platform to enhance their understanding and compliance.
• Recognize and escalate any potential compliance or technical issues that may arise during the setup process.
• Collaborate with sales and other internal teams to ensure a cohesive and consistent client experience throughout the onboarding phase.
• Gather and relay feedback to internal teams to enhance product offerings and streamline processes for improved efficiency.
• Handle sensitive client information across various internal software systems while maintaining confidentiality and security.
• data analytics to track client engagement and identify areas for improvement in the onboarding process.
• Participate in training sessions to stay updated on product changes and industry regulations that may affect client interactions.
• Foster strong relationships with clients to build trust and ensure long-term satisfaction with our services.
• Assist in the development of onboarding materials and resources to enhance the client experience.
• Engage with AI tools and technology to optimize daily workflows and improve service delivery.

Requirements

• A minimum of 2 years of experience in customer service or contact center roles, preferably in a B2B SaaS environment.
• At least 2 years of experience managing customer communications via phone and email effectively.
• Proven ability to multitask and adjust priorities in a dynamic work setting.
• Strong analytical and problem-solving capabilities, with a proactive and self-motivated approach to work.
• Excellent communication skills, with a professional demeanor suitable for serving as a trusted advisor to clients.
• A bachelor's degree or equivalent relevant professional experience is required.
• Openness to utilizing AI tools to enhance daily operations and improve efficiency.

Nice to have

• Previous experience in Payroll, Employee Benefits, or HR Technology would be advantageous.
• Familiarity with compliance regulations related to retirement plans is a plus.
• Experience working in a fast-paced startup environment can be beneficial.

Skills & tools

• Proficiency in Salesforce for managing client relationships and tracking interactions.
• Experience with Talkdesk for call management and customer support.
• Familiarity with Slack for team communication and collaboration.
• Competence in Google Suite for document creation and management.
• Knowledge of Confluence for documentation and knowledge sharing.
• Experience with Jira for project management and tracking.
• Familiarity with customer support platforms such as Zendesk, Intercom, or Freshdesk.

Practical notes

• Compensation for this role includes a base salary, comprehensive benefits, and equity in the form of Restricted Stock Units (RSUs).
• The position follows a hybrid work model, requiring employees based in designated office locations to work in the office 2-3 days per week.
• A reliable and secure internet connection is essential for all remote workdays to ensure communication and productivity.
• This opportunity is part of a talent pipeline for future roles in 2026, with specific start dates yet to be finalized.

Join Gusto and be part of a team that is dedicated to empowering small businesses and their employees through effective retirement planning and support. Your expertise will play a vital role in helping our clients navigate the complexities of 401(k) offerings, ensuring they have the tools and knowledge necessary for a successful retirement strategy.